How does a co-browsing session start?

An employee requests co-browsing from a Lynq® conversation when the feature is enabled for their role. The account holder is prompted to allow the session before on-screen guidance begins.

Does co-browsing require video or audio?

No. Co-browsing can be used without a video or VoIP session. Employees can combine these capabilities when talking through the guidance would improve the interaction.

Which guidance tools are available?

Depending on your institution’s configuration, employees can use a pointer, marker, and eraser, and request remote control. Remote control is requested rather than automatically enabled when co-browsing starts.

Who can end a co-browsing session?

Either the account holder or the employee can end the co-browsing session.

Co-browsing for Banks & Credit Unions

Consent-based sessions

Invite account holders to allow on-screen guidance before the session begins.

Pointer guidance

Show where to look or what to select with an on-screen pointer, when enabled.

Marker and eraser

Highlight important details and clear annotations with configured tools.

Requested remote control

Request remote control when enabled and more hands-on assistance would help.

Use with or without video

Guide on screen without requiring a video or in-conversation audio session.

Session reporting

Review co-browsing activity, employee participation, session timing, and duration.

An employee requests a co-browsing session from the conversation
The account holder is prompted to allow the session
The employee guides on screen using the tools enabled by your institution
Either the account holder or the employee can end the co-browsing session

For account holders

See the next step

Follow on-screen guidance instead of translating a description into clicks. Get help finding information and navigating digital services.

For employees

Show what you mean

Use configured pointer and annotation tools to make instructions easier to follow. Request remote control when enabled and appropriate.

For managers

See how guided support is used

Review co-browsing sessions by employee, timing, and duration to understand how your team uses on-screen support.

Video banking

Pair on-screen guidance with a face-to-face conversation when a more personal discussion would help.

Authenticated messaging

Combine on-screen help with signed-in messaging for account-specific support and an ongoing relationship.

In-conversation audio

Talk through the next step with VoIP when an authenticated account holder is online. Audio is optional, not required for co-browsing.

Permission before guidance

The account holder is prompted to allow co-browsing before the session begins. Either party can end it.

Permission-controlled access

Enable co-browsing for authorized employees and configure the guidance tools available to them.

SOC 2 Type II controls

Support digital service within Agent IQ’s SOC 2 Type II control environment.

How does a co-browsing session start?: An employee requests co-browsing from a Lynq® conversation when the feature is enabled for their role. The account holder is prompted to allow the session before on-screen guidance begins.
Does co-browsing require video or audio?: No. Co-browsing can be used without a video or VoIP session. Employees can combine these capabilities when talking through the guidance would improve the interaction.
Which guidance tools are available?: Depending on your institution’s configuration, employees can use a pointer, marker, and eraser, and request remote control. Remote control is requested rather than automatically enabled when co-browsing starts.
Who can end a co-browsing session?: Either the account holder or the employee can end the co-browsing session.

Less explaining. More showing.

Clear guidance, right on screen

Consent-based sessions

Pointer guidance

Marker and eraser

Requested remote control

Use with or without video

Session reporting

Work through it together

A clearer path forward

See the next step

Show what you mean

See how guided support is used

Add another way to connect

Video banking

Authenticated messaging

In-conversation audio

Trust is part of the experience

Permission before guidance

Permission-controlled access

SOC 2 Type II controls

Connected capabilities

Frequently asked questions

Make the next step easier to see